Claim your profile on Trustpilot to manage and reply to your reviews, get analytics insights, contact reviewers, and use our Find Reviewer tool.
Maybe you've noticed a review on your profile that you really want to reply to. Or there's a reviewer you don't recognize and you'd like to ask them for more information about their experience. Create a Business Account and claim your company's profile so you can start reaching out and interacting with your reviewers.
Responding to reviews
When you reply to a review, your reply is visible to anyone who visits your Trustpilot profile. It’s your opportunity to address the points that a customer's made, or to just say thank you for a great review.
When a potential customer visits your Trustpilot profile page, they'll see that you spend time interacting with and responding to your reviews. The message they'll receive is that you care about your customers and appreciate feedback. Makes you a company worth trusting, right?
And it works both ways – when you respond to any negative feedback, you get the opportunity to show the world how you deal with criticism and to put right whatever went wrong for that reviewer. In our experience, potential customers look for how you handle negative reviews, so try to view them as an opportunity. You can potentially make things right for the original reviewer, and also win over some new customers too.
Helpful tips on replying
- If you're looking to respond to reviews written about your business, try our tips for responding to all reviews.
- Read our article about how to respond to negative 1 and 2 star reviews.
- Remember to keep all replies lawful and polite and within our Company Guidelines.
Sometimes, you might not recognize the experience described in an organic review. You can't see the reviewer's email address in an organic review, so when this happens, use the Find Reviewer function to contact the author and ask for clarification about their buying or service experience. Any messages you send using this tool are shared directly with the reviewer, and are private.
The reviewer has five days to respond to your request. If you haven't heard back from them after this period, and you have reason to believe that the reviewer has not had a genuine buying or service experience, you can then report the review for that reason.
Occasionally, a reviewer posts a review that contravenes the Trustpilot's User Guidelines.
If this happens, report the review to our Compliance Team. They'll investigate the problem and see if it can be addressed.
It's really important that you only report reviews that breach our User Guidelines, because misuse of the reporting function may result in that function being disabled for your account.
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